Service Management: An Integrated Approach to Supply Chain Management and Operations

Preface xxi PART I: UNDERSTANDING SERVICES Chapter 1: The Important Role Services Play in an Economy 1 Chapter 2: The Nature of Services and Service Encounters 17 Chapter 3: Customers: The Focus of Service Management 39 Chapter 4: Globalization of Services 55 Chapter 5: Service Strategy and Competitiveness 71 Chapter 6: Ethical Challenges in Service Management 93 PART II: BUILDING THE SERVICE SYSTEM Chapter 7: Technology and Its Impact on Services and Their Management 109 Chapter 8: Design and Development of Services and Service Delivery Systems 129 Chapter 9: Supply Chains in Services and Their Management 161 Chapter 10: Locating Facilities and Designing Their Layout 181 PART III: OPERATING THE SERVICE SYSTEM Chapter 11: Managing Demand and Supply in Services 215 Chapter 11 Supplement: Queuing and Simulation 231 Chapter 12: Service Quality and Continuous Improvement 247 Chapter 12 Supplement: Tools and Techniques of Total Quality Management 269 Chapter 13: Service Productivity and Measurement of Performance 291 Chapter 14: Management of Public and Private Nonprofit Service Organizations 321 PART IV: TOOLS AND TECHNIQUES FOR MANAGING SERVICE OPERATIONS Chapter 15: Forecasting Demand for Services 341 Chapter 16: Vehicle Routing and Scheduling 365 Chapter 17: Project Management 387 Chapter 18: Linear and Goal Programming Applications for Services 409 Chapter 19: Service Inventory Systems 435 Appendix: Areas Under the Standard Normal Curve 455 Index 459